Parth Jadav

Working for Microsoft Security EPS, supporting customers with troubleshooting, managing, and consulting for Microsoft Defender Antivirus and Microsoft Defender for Endpoint.

• I have worked as a Support Engineer from July 2021 to November 2022. Worked as an Escalation Engineer from December 2022 to December 2023. Worked as Technical Lead from January 2024 to the present.
• Working in the Microsoft Commercial Technical Support (Security) Team, providing advanced technical support by handling escalated or complex customer issues.
• Identify, investigate, research, and provide resolution on customer queries and problems related to Defender for Endpoint (MDE EDR), Microsoft Defender Antivirus, Defender for Cloud Apps (MDCA), and Microsoft Intune.
• Provide subject matter expertise in the area of assignment, and serve as a resource to other support personnel. Maintain a high level of customer satisfaction always, with an eye on productivity.
• Maintain a high level of technical product knowledge in the specified software and hardware products, and become knowledgeable about new products when deployed.
• Working alongside the Team Manager and managing a team of 20 engineers with technical issues, I enhance their knowledge base on MDE/MDAV, MDCA, and Intune. Assisting and educating the engineers on case management and case documentation, grooming engineers for promotions. Ensuring all KPIs are met.
• Conduct training programs for new hires on Microsoft Defender for Endpoint and Microsoft Defender Antivirus.

• Company Overview: National General Lender services is the US based company which tracks the home, flood and windstorm policies of customers on their mortgage loans.
• Tracking insured's Homeowners, flood and windstorm policies and making sure most recent information is updated to insured's loan.
• Calling agents and carriers to obtain most recent information.

• Company Overview: Telstra Digital one of the largest Australian telecommunication company which builds and operates telecommunication network, tv & mobile broadband services.
• Gathering necessary missing information of the customers for the data plan/mobile orders placed by customers.

• Company Overview: British Telecommunication (BT Wholesale), is the largest provider of fixed-line, broadband and mobile services in the UK, and also provides subscription television and IT services.
• Resolving faults and order queries through chats and calls.
• Resolving broadband fault tickets raised by the customer using various applications and guidelines.